Arriva is keeping the customer satisfied

An incredible 91 per cent of customers using Arriva buses areimpressed with the service that is being provided.

An independent GFK NOP survey of nearly 19,000 passengers, thelargest in the UK transport industry, covered all aspects of acustomer’s journey experience, from waiting at the bus stop,through oarding the bus and buying a ticket, to the journeyitself.

Arriva uses the research as part of its training programme fordrivers, as well as measuring the impact of £34 million ofinvestment in new buses and CCTV cameras.

The survey is now part of annual research by GFK NOP for Arriva,which began in 2003. Since 2004 more people have become satisfiedwith the reliability, punctuality and frequency of Arriva buses inthe UK.

Mike Cooper, managing director for UK Regions, said:

These results show that all our employees' hard workand investment in new buses is paying off.

This survey is the biggest of its kind in the UK and isa vital tool in ensuring the customers get the services they want.We are able to drill down into the figures and see how individualdepots are fairing, which allows us to identify bestpractice.

This underpins our Arrivalution project, which hasreviewed networks, pricing strategies and new technologyimplementations to deliver profitable passengergrowth.

We are committed to working with other partners such aslocal authorities and the Highways Agency, to ensure localpassengers get the services they deserve.

These fantastic results are down to our employeesefforts, and this is demonstrated by the fact that 90 per cent ofpassengers praised the attitude of our drivers.

An area where Arriva customers are hoping for an improvement istraffic jams, with over a quarter of people unhappy with congestionon the roads across the UK.

Notes to Editors

• The research was carried out in England, excluding London, inOctober 2006 and involved nearly 19,000 people. The survey wasbased on similar criteria set for the 2003, 2004 and 2005surveys.